UPMC St. Margaret IHA Program Overview Your Care. Our Commitment. - - PowerPoint PPT Presentation

UPMC St. Margaret IHA Program Overview Your Care. Our Commitment.

• What is it?

– Successful initiative at UPMC Mercy: “MOD: Manager on Duty” – Presence of a management level person 7 days per week on the off shift (1-9pm Mon – Fri and 9a -3:30p Sat/Sun) No holidays/holiday weekends

• Why was it started at Mercy? Why is it right for us?

– Awareness that during the busiest times of the day (off shift and weekends) there is very little management presence – AOD (Clin. Coord.) had the responsibility for the entire house alone during the busiest hours – Front line staff had limited ability to interact with management on the

• ff shift
• Who participates:

– Executive Management Group/Directors

IHA Program “In-House Administrator”

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• Check in with Clin. Coord. for

report

– Staffing issues – Patient Relations issues – NEDOCS level – PACU/Med Unit status

• Round in ED
• Round in PACU / Med Unit /

Short Stay

• Round on all inpatient floors

– Connect with staff – What is needed to support? – Reinforce initiatives (e.g. AIDET, Nite Cap)

• Round in Ancillary Depts.

(Radiology, Lab, Pharmacy etc)

• Visit waiting rooms
• Support Clin. Coord. with

patient / family issues and

• ther tasks as needed
• Identify patient satisfaction
• pportunities/successes
• Interact with staff – what can

we do to help?

• Evaluate facility/environment

needs and address when possible

IHA Core Responsibilities

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• The IHA will have a designated phone number x4488 with a

Pickle phone housed in the Clinical Coordinator’s office

• A binder will also be kept in the Clin. Coord’s office with

meal vouchers, drink tickets, parking exit tickets, and a list with frequently used phone numbers and contacts.

• During the assigned IHA hours, leaders are asked to

dedicate that time solely to the IHA role, and not perform their individual work during that time.

• If a patient complaint is taken, it should be documented on

the SMH Complaint Form. Concerns and service facilitations can be documented on the IHA checklist. IHA Information

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• Staff

– Early skepticism replaced with welcoming - MODs are viewed as a resource and not the “police” – Ability to have face to face interaction with leadership – Ability to ask questions to non- clinical staff they rarely interact with (HR, Dietary, Pharmacy, President, CFO etc) – Quick escalation of problems for resolution in real time – Frees AODs up to concentrate

• n clinical issues
• MODs

– Opens entire new world to non- clinical leadership, tremendous learning experience – New skills developed (patient / family interactions, difficult conversations) – Frequent interaction with families and visitors – Rounding allows for ongoing facility/environment observation – Assist with spread of new initiatives by supporting these on the off shift – Real time feedback loop with nightly summary email

Wins Reported at UPMC Mercy

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• Program to begin November 1, 2011
• Review the proposed schedule and make the necessary

changes/swaps, changes are to be sent to Elaine Panza.

• Clinical Coordinators feedback
• Communication in inside Extra and e-mail blast
• Re-Evaluate program after two months and possibly

expand/decrease the IHA roster in the future Next Steps

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Your Care. Our Commitment.